Real Time Analyst, Customer Support @ Blackbaud

Job Description

Job Summary:

• The Support Operations Associate creates and manages frontline schedules for Customer Support, ensuring alignment with volume forecasts and proactively addressing staffing gaps.
• They adjust schedules in real time to handle call-outs or coverage changes, monitor adherence, and recommend intraday changes to maintain target response times. They may also oversee email/automated queues and route escalations appropriately.

• Create and manage Customer Support schedules (Calabrio) to meet service levels.
• Monitor real-time adherence and adjust intraday schedules as needed.
• Analyze volume trends to support forecasting and staffing model updates.
• Identify and resolve resource constraints affecting customer response times.
• Route escalations and schedule requests promptly to the right teams.
• Support BCDR plans and provide administrative assistance for Support Ops.

• Support Operations oversees Workforce Management (WFM), Quality Monitoring (QM), Knowledgebase programs, and other support-wide initiatives. WFM functions include forecasting, scheduling, and optimizing staff utilization to maximize service while minimizing cost.

• Detail-oriented with proven ability to anticipate and resolve problems.
• Calm, diplomatic, and effective in high-pressure or diverse situations.
• 2-4 years of hands-on experience with WFM processes (forecasting, scheduling, intraday management) preferred.
• Associate or Bachelors degree or prior technical troubleshooting experience preferred.

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   forecasting workforce management real time analysis troubleshooting wfm resource management project management operations management employee relations mis reporting rostering hrsd talent management capacity planning vba recruitment mis rta